Responsibilities
- Deliver exceptional customer service during every customer engagement
- Build rapport and understanding with users to fully address and resolve technical challenges
- Maintain consistent, high-quality communication with customers throughout support interactions
- Assist with setup, configuration, and troubleshooting of Microsoft Office 365 across multiple devices and operating systems
- Record all support activities accurately in the ticketing system, including actions taken and resolutions achieved
- Resolve assigned technical issues promptly and with precision
- Identify and escalate software defects or cases that cannot be resolved at the current support level
- Manage Office 365 licensing, subscription settings, and user account configurations as needed
- Work closely with team members to improve overall customer support outcomes
- Encourage broader adoption and usage of Office 365 features among customers
- Contribute solutions and insights to technical forums, internal knowledge bases, and training initiatives
- Support early testing of new tools, internal utilities, and pilot programs